Tips and strategies for online sales and marketing, and how to use SiteCaddy to manage your web presence.

Technology

02/18/2013

E-mail was originally intended to provide a simple means of communication between two people. But in the 21st century it’s become a double-edged sword. It’s both a business lifeline and an unwieldy monster. Start to reconsider how you use e-mail, unchain yourself from your inbox, and improve the way you manage your business.

Not a Total Business Solution

Think about all the ways you use e-mail beyond communications. If you’re like me (or how I used to be) then you probably use it for project management, contact management, file storage, task tracking, event scheduling, sales pipeline, news feed… and much more. Start to find purpose-built tools for these tasks and you will be surprised at how much you can improve your business processes.

Requirements

Two requirements for the tools we choose to ensure they will serve us well into the future.

We need collaboration. Most e-mail accounts need to remain private for legitimate business reasons. But that privacy means that most of what goes into your inbox gets hidden from your team forever – unless you take the time to share it with them. We will only consider tools that promote collaboration.

We need mobility. You no longer just work at your desk. You might work from four different devices during the course of your day (desktop, laptop, tablet, smartphone) and our tools should be accessible from all devices.

Sales Pipeline

When new business enquiries arrive (new sale, new opportunity) be sure to immediately get the core data out of the e-mail and into your CRM (and sales pipeline system if you use one). Otherwise if business is going well, earlier opportunities will get pushed down your inbox, forgotten, and lost.

Task Management

It’s too easy to forget important tasks if they are stored in e-mail – even if you do flag, star and categorise them. There are great task-tracking tools on the market like Evernote.com andAstrid.com. At SiteCaddy, we use Zendesk.com to create tickets for all tasks related to client requests and Jira.com for all internal tasks.

File Sharing

Never store files in e-mails. You can’t search them, you can’t share them, and it will slow down the operation of your e-mail software. If you are the only one that needs the file, then save it to your computer. But if the file needs to be shared, then use a tool like Dropbox.com or Drive.google.comto store files in the cloud and make them accessible to team members.

Conversation

When a conversation gets into some length or includes more than two people, consider conversation management tools like Hipchat.com or Campfirenow.com. These tools not only allow you to share ideas, but also to connect assets like files, tasks and schedules with the conversation.

Project Management

Conversations, files, tasks… they are often part of an overarching project. Let’s say you’re finally going to build that extension to the office. Messages and files from contractors, staff, regulators… nightmare! Project management systems such as Basecamp.com and Trello.com can help you to combine everything: collaboration, conversation, file and task management, scheduling, and much more. There is some overhead involved in getting used to it, but I would never touch a large project without a system like these.

Unsubscribe

Of course the easiest way to manage your inbox is by reducing the number of e-mails you receive. If you do not read e-mail from a certain source, then unsubscribe. You can always join again. And most publications offer RSS feeds in addition to e-mail. Unsubscribe from the e-mail, and read the news online using an RSS aggregator: most browsers either have them built-in or offer them as extensions.

02/03/2013

The pace of change on the internet is amazing. The web changes every day, and is itself an agent for change. Get comfortable with the notion that everything online is transient. This does not mean that you should give up or be sloppy – it means that your online marketing strategies should incorporate this fact and act accordingly.

We Do Not Know the Future

Not that long ago, the concept that every business must have an online presence was new. A few years later and social media is the “must-have”. Now – it’s mobile. I do not know what will be “the next big thing”, and neither do you. Therefore let's not put all of our eggs in one basket, or dedicate too many resources to the latest fad.

Start Lean, Then Build

Many modern entrepreneurs embrace the “lean start-up” methodology. For the sake of brevity we can summarise: get the smallest, leanest version of your product or service to market quickly and inexpensively. Apply this concept to your online initiatives. Get lightweight versions of your site, app, advertisements, etc. out the door quickly, gather feedback, and then improve.

Make Small Mistakes & Move On

Also in the “lean start-up” methodology is the notion of “failing quickly”. Too many businesses burn too many resources trying to build the perfect solution, but if it fails – there is nothing left in reserve. It is better to try something small and simple, see if it works, and if it fails – learn from the mistakes and move on. Think of an online advertising campaign for your business. It is very difficult to know what copy will work and what will not. Instead of crafting the perfect ad, get a few online quickly, see which works the best, drop the rest and continue.

Create Loose Connections

In the past, your connections could be stored neatly for future reference –in a Rolodex, a spreadsheet, or a CRM. But with the advent of social networking, and especially sites like LinkedIn, Facebook and Twitter, it’s impossible to properly track everyone that intersects with your business.

Don’t worry about it! Make tons of connections. You won’t have time to properly store every one of them, and some you may never need. Don’t let that stop you from expanding your network. Start to think of yourself as potentially being connected to everyone on the internet.

Messaging

As your connection pool grows, so will your volume of inbound messages. It’s impossible to properly process every message that you receive. Remember that e-mail was created as a very lightweight communications tool between individuals, and was never intended to track conversations and projects. It was never intended to archive critical information, ideas and documents.

In my next blog post (will add a link here) I will provide alternative tools you should consider to take some pressure off your e-mail system. But in the meantime ask yourself - "am I using e-mail for simple communications, or am I using it for tasks like project management, document storage, CRM and more"? The answer is probably yes.

What Is Important?

I’m not suggesting that you rush sloppy work out the door. Your brand is critical, and is never to be degraded. But accept that the web is constantly in flux, so make sure your website is always tight, and for everything else keep your efforts fast, light and intense, and understand that it’s better to have lot’s of tiny failures than any one big one.

12/17/2012

What is a QR Code?

A QR code (Quick Response code) is similar to bar codes found on food packaging. But QR codes are easy to create, and can be used to encode any type of alphanumeric data such as a website/e-mail address, coupon code, or special offer.

You’ve probably seen QR codes, even if you weren’t sure of their purpose. For example – that’s a QR code next to this paragraph, and it translates to www.sitecaddy.com, our company website.

Why Use QR Codes?

Even though it feels like everyone is online 24/7, the truth is that your customers still spend the vast majority of their time in the real world. That time might be spent walking through your shop, reading the paper, or sitting on a train on the way to work.
QR codes are a great way to help these people “remember” your information when not in front of a computer. They might not be able to remember your website address, but if they can snap it with their smartphone, they can come back to it later.

QR Code Encoders

A QR code is an image. This can be displayed online, printed on paper, attached to products, or even stitched onto fabric.
To create the image you need an encoder. There are many free encoders available online, and a search for “QR code encoder” should yield a long list. The encoder at http://goo.gl/ffS8a is simple and provides enough options for most users. As an exercise, enter www.sitecaddy.com into the URL box and press the Generate button. You will get an image that looks like the one at the start of this article.

QR Code Readers

Almost any smartphone with a camera will include a QR code reader to un-encode your images. Most smartphones know when you have taken a photo of a QR code, and will launch the result in a browser automatically. Don’t worry about explaining this to your customers. If they know what a QR code is, they will know how to use it.

Uses for QR Codes in Your Business

The sky is the limit! Starting with the obvious, QR codes will work well on any printed materials. Business cards, bags, brochures, letterhead, envelopes, etc. And if you’re working with a print company to run an Ad in a magazine, on a bus, or on a bathroom wall, you greatly increase the chances of conversion with a QR code.

For retailers, affixing a QR code to all your merchandise tags can both have a practical benefit for you and add value for your customers. Perhaps provide the customer with your customer service policy or more information on the product? Or suggest similar products you stock?

A search for “QR code uses” will provide plenty food for thought, but you have to love the Guinness pint glass at the top of this list: http://goo.gl/xcXd1.

Future-proof That QR Code

Remember that a print version of a QR code might be around for a long time, so don’t use a temporary URL. Either take the easy route and direct traffic to your website home page, or use an URL like www.mybusiness.com/QR and swap new content into that location as necessary.

10/18/2012

The move towards the mobile web is in high gear, and soon more people will access the internet (and your website) via a mobile device than with a computer or laptop. In the last 12 months, I've fielded a lot of questions from clients about creating an app or creating a mobile website. But I've found that many times when someone asks about building them an app, what they really want is a mobile site, or vice versa.

And this is not surprising. Everything you hear these days is app, app, app! It's a new frontier, the language is not familiar to everyone, and it changes from month to month. This post does not intend to make the reader an expert in any of these topics. But hopefully if you read this, you will have an understanding of the different options available for making your content available on mobile devices, and the advantages of each option.

The Problem

While smartphones and tablets (and some day your refrigerator and toaster) usually have web browsers built in that can surf the web, most websites designed in the lst 10 years do not work well on mobile browsers. There are many issues involved, but it basically boils down to two:

The site was not designed to fit on the small screen

It's hard to interact with the site without a mouse and standard keyboard

So what do we do? Do we have to invest in completely recreating our website? Do we have to create a separate site specifically for mobile? Do we need to take on the expense of building and maintaing an app?

The answer is... maybe. But don't make any decisions until you know your app from your elbow.

Responsive Design, Mobile Design, and Apps

As the mobile web has progressed, so too have techniques for presenting a better user experience on mobile devices. In this post, I describe 3 common solutions:

Responsive website design

Mobile website design

Apps

This post does not cover all the details of these topics. My only goal with this article is to make you feel like you understand the most important options, and have a feel for which ones might make sense for your business.

Let's define each of these options in the context of a practical example.

The Example

Let's say that the home page of your business website has:

A main menu with 7 items/links

A photo slideshow that runs from left to right

A 3 column layout, with menus in the left column, content in the middle, and a few widgets in the right column with news headlines and event listings

Let's keep it as simple as that for now, and see how this home page works on different devices.

Responsive Website Design

The concept of responsive website design is not new, but it's gained a lot of traction over the last few years as mobile web use has skyrocketed. The principle is simple: the design and content on your website should respond to the screen/device on which it is displayed.

So looking at our example home page, if this website was not designed to be responsive, what would happen if a customer viewed it on a smaller screen? The answer is... we're not sure. It might mean that on an iPhone, the site visitor can only see a fraction of the website at any one time, and they have to frantically scroll around the screen to get to certain menu items or read an article. Or maybe on an Android device, they can see the entire screen, but it's been shrunk down in size so much that it's very hard to read or use the buttons and links on the site.

By contrast, if this site was designed to be responsive, it would actually reconfigure itself according to the size of the screen on which it was displayed. So for example, on a very big screen it would show in all its intended glory. On a slight smaller laptop screen, perhaps it would still display nearly as normal, but the size of the photo slideshow would be slightly reduced, and the center column with the content would be slightly reduced, so that the balance of the site would remain in tact. But then on a really small screen - such as an iPhone - the actual configuration of the screen would change automatically. The main menu items would stack one on top of the other (vertically) instead of left to right (horizontally). The photo slideshow would be replaced by a single small photo. And the 3 columns would be stacked on top of each other, so none of them would need to be reduced so much in size as to be unreadable.

This sort of automatic reconfiguration of a site to best suit the needs of different screen sizes - that's responsive design. And it can work differently for each site - many of the decisions are left to the designer. What's important is that without having to put in the effort and expense of designing a separate site specifically for mobile platforms (not to mention the associated maintenance costs) the one site will work well (or at least pretty well) on any screen size.

Mobile Website Design

A mobile website is built from the ground up to suit small screen sizes. Typically a mobile website:

Has a simple, icon driven home page

Has a reduced set of menu options, always stacked vertically

Has a reduced set of functionality compared to a full site

Does not feature photo slideshows or animations

The key here is that when I say mobile website, I do not necessarily mean a different website. Any good website will be designed so that the content and the design are separated, and this means that you should be able to present the content on your website as either a responsive site or a mobile site - without having to maintain 2 separate sites.

When I think of mobile sites, I often think of airline sites. Airlines are big companies with deep pockets, and thre is a margin on each ticket sold. The process of selling an airline ticket on a website is complex, and involves calendar widgets, seat charts, and menus of price options. Airline customers are often travelling and therefore often accessing the internet via smartphones. It makes sense that airlines would want to present their customers with a good mobile shopping experience.

Take a look at the difference between the mail Lufthansa website, and the mobile version:

http://mobile.lufthansa.com

http://www.lufthansa.com

The mobile version of their website is not just a modified version of the main website, it's a completely different and much simplified user experience.

Lufthansa Site, Full

Lufthansa Site, Mobile

Note: The customer should not need to know the URL for the mobile version of a website - the web server is typically configured to automatically display the right site based on the visitor's device, and then the website should usually give the visitor the opportunity to switch back and forth between mobile and normal website. That way the visitor gets the recommended experience by default, but they can choose a different experience if they like.

Apps

An app (short for application) is not a website. Sure - it might look and work just like a website, and it might feature the same content as on a website - but it is not a website. An app is a lightweight application that is designed specifically for mobile devices.

Apps are great for delivering specific functionality that suits the mobile user. Online banking is a good example. If you wanted to check your bank balance on your banks website on your Android phone, could you do that? Sure. You could type in the URL for the website, login with the little keypad, login again since you typed it wrong the first time (if you're like me), navigate to the page with your balance, and then make an appointment with your eye doctor because you just realized you're not 18 anymore.

The same experience with your bank's app would probably be more like:

Lauch app and sign in.

Press huge button that says "Check Balance".

Look at your balance.

Congratulate yourself for being so cool - treat yourself to expensive espresso on way to work.

So in this example of an app, I did not show anything that is not already available on a web site. So what's the difference? There is a lot of overlap between apps and websites, and the differences are often subtle and confusing.

So rather than spending another 1,000 words on trying to provide more distinctions between mobile websites and apps, let me make a broad generalization... if you are a small to medium sized business, and unless you have a really good business reason for doing so, you DO NOT need to take on the expense of creating your own app for your business. I repeat - at this time, most small to medium businesses do not need to build their own web app. There are web platforms on the market that will take your existing web content and create an app for you!

Summary of the Differences, and What You Probably Need

Let's start to wrap up this post, summarize a few points, and make a few practical suggestions for your business.

Responsive Website

All new website designs should be responsive. If you have a budget for expanding your business online, then you should be looking at upgrading your existing website design to a truly responsive design. This is something you probably should look at. A well designed responsive website will provide users on almost any device with a good experience.

Mobile Website

As you continue to expand into the mobile market - and you should agressively plan for this in 2013 - you can then look at a mobile version of your website. You probably will never need a mobile version of a website if you have a simple brochure website. Save your money and put it into online advertising or a fancy espresso machine for your kitchen. But if your site features complex interactions such as reservations, tee-time bookings, or e-commerce carts and checkout processes, then a mobile version of your website will probably provide your members/customers with a better experience, which will lead to a better conversion rate, which will mean your mobile investment will pay for itself quickly. And its certainly a good way to get in front of your competition in an area that is growing explosively.

App

I would not steer anyone away from having an app, I would just not recommend developing an app yourself. What I would simply say is that your first question should be... "do I really need an app, or do I really need a responsive/mobile website"? Remember - even in a mobile world, your website is still the hub of your online universe, and all the apps and feeds and tweets and posts should be directing traffic back to it.

How Am I Supposed To Manage All This Stuff???

You're not.

You already have a day job. And a website to manage. And your Facebook page, and your Twitter feed. And there is always going to be "the next big thing" that you have to spend time on. Unless you have a big IT department of a big budget, you have to draw the line somewhere.

What you need is a single platform that will automatically provide you with:

An option for a responsive web site

An option for a mobile web site

An option for an app

In a perfect world, these things should be done for you, and leverage all the content and functionality you have put into your website. If you try to manage a dozen different online platforms for your company and you don't have the resources, you will end up with a dozen really bad online platforms.

All new client websites are being designed to be responsive from the ground up, and all older design themes have the option of an upgrade to a new responsive framework.

Releasing mobile versions of all client sites

Releasing apps focused on e-commerce, bookings, and communications.

Releasing an app that will help clients manage their accounts from their softphones.

All of these services will be integrated, and controlled from the one main account. No need to juggle content from mulitple sources - just focus on your company website, and the SiteCaddy platform will automatically present it in the correct format for your visitor's needs.

So in other words we'll take care of the responsive design, the mobile site, and the apps - and our clients take care of their business and their content. The way it should be. And we're not the only company that will be providing these types of services - so find a company that does this work for you before you look at taking on these challenges yourself.

Summary

I hope this article - if nothing else - gives you an apprecation of the subtle but important differences between responsive websites, mobile websites, and apps. As with anything on the web, don't get overwhelmed by it - just learn enough to be able to make an informed business decision. You don't need to be an expert. Choose a platform that will provide you with mobile options for your visitors, and ideally an app for more complex processes, and then enjoy that espresso while it's still hot.

Feel free to contact us at SiteCaddy any time if you would like more information on how we help businesses get online and go mobile.

06/06/2009

With traditional desktop applications, you had to install a specific type of software on your computer to run a specific type of program- like Microsoft Word. If you got a new computer or wanted to get the latest version of Word, you had to buy a new copy. And there were still no guarantees that your Word documents would be compatible with everyone else's.

Web browsers have evolved differently. There are versions available for every computer. They are based on standards (or are supposed to be) so you can use any browser you like. They can do many different jobs. They're regularly updated and improved. But most of all- they are FREE!!!

But despite the fact they cost nothing, a relatively large percentage of web surfers in the world use old browsers. The main offender is Internet Explorer from Microsoft, primarily because Microsoft has not made it easy enough for users to upgrade. And unfortunately version 6 of Internet Explorer is widely accepted as one of the most poorly written pieces of software of all time!

But the solution is simple: download the latest version of a web browser and enjoy the best of what Site Caddy and the web have to offer! Here is a list of the major players in the market, as well as my 2 cents on which are the best.

Firefox from MozillaDownload: http://www.firefox.comCurrent % of market: 47.7%My Opinion: The best browser available.

Safari from AppleDownload: http://www.apple.com/safari/download/Current % of market: 3.0%Opinion: Clean and elegant like all Apple products, but still not best option for Windows users.

Other ContendersiPhone: Many people now surf the web from their iPhoneNetscape: No longer in production- switch to Firefox.AOL Explorer from America Online: If you're an AOL subscriber and you absolutely have to...

So get the most out of the web and your Site Caddy account: download the latest browsers (especially if you are using Internet Explorer v6) and get surfing. And since their free, feel free to try them all out and see what you like the best!